Gym Manager

Job Purpose

The Gym Manager’s Office plays a critical role in providing a first-class experience to members, prospective members, and visitors to our facility. The manager must be outgoing, personable, approachable, and the “go-to” person in the gym with high energy and passion for fitness. The Manager is an ambassador for the organization and will be the first point of contact for inquiries, complaints, and feedback. The Manager is responsible for enhancing the overall member experience with a focus on growth and member retention. The Manager is the leader of all Coaches and collaborates closely with the Directors to achieve monthly, quarterly, and annual goals.

Duties and Responsibilities

a) Facility

Creating an excellent first impression of the gym by providing a warm welcome, tidy appearance, and pleasant manner at all times.

Ensuring the safety and security of visitors, members, and staff at all times and taking a responsible attitude towards maintaining the premises and facilities of the fitness center.

Checking the equipment and other facilities offered by the gym to ensure everything is in excellent working condition and calling maintenance for repairs when necessary.

Supervising cleaners to ensure the facility is kept to the expected levels of hygiene and cleanliness at all times.

b) Administration

Welcoming members and visitors to the gym and providing accurate information concerning programs and activities.

Enrolling new members and ensuring that all fields in the membership application forms are fully filled and signed.

Assisting current members with their queries, checking in members, and verifying memberships.

Updating official social media platforms.

Payroll administration and statutory remittances.

Ensuring staff and members adhere to the dress code and code of conduct.

Ensuring adequate stocks of information packs and leaflets are available at reception.

Handling telephone, physical, and electronic media inquiries via official channels.

Cashing up and banking at the end of each shift and ensuring that shifts are balanced accurately.

Recording and keeping clear and accurate records of all queries, complaints, lost property, and repairs.

c) Services/Offerings

Planning for classes, training programs/events, and providing information on classes and availability on various communication platforms.

Assisting in creating and/or managing the Coaches' training schedule.

Creating and maintaining a cohesive team approach to ensure Coaching staff maintains a high standard of coaching excellence.

Working with the team to increase the member base and improve member retention.

Conducting Coaches meetings monthly at a minimum.

Monitoring and observing Coaches' classes to maintain consistency and quality.

d) Human Resource

Ensuring staff and members adhere to the dress code and code of conduct.

Recruiting, hiring, developing, and managing high-quality Coaches.

Reviewing each coach’s performance in terms of character, discipline, customer feedback, and class capacity.

e) Public Relations/Customer Care

Providing an exceptional customer service experience to all members, non-members, and users of the facility.

Familiarizing oneself with all members and their families on a personal level.

f) Marketing

Developing a marketing calendar with initiatives and executing the same.

Capturing and recording training sessions and classes.

Regularly updating communication platforms such as WhatsApp, Instagram, Facebook, and noticeboards.

Improving Member Experience

Remain outgoing, personable, approachable, and the “go-to” person.

Successfully plan and roll out company-approved events.

Create, promote, and staff group fitness special events.

Build long-term member participation and retention.

Support Coaches by co-coaching and leading by example.

Solicit class/gym floor evaluations from members and provide coaching feedback to instructors.

Solicit PT evaluations from members and provide coaching feedback to instructors.

Maintain clean, neat, and safe facilities and ensure group exercise equipment is well-maintained.

Enforce gym rules, regulations, and etiquette at all times.

Address and resolve member concerns within 24-48 hours, involving Directors if needed.

Additional Responsibilities

Commitment to working within a framework that encourages equality of opportunity and diversity.

Supporting the Aims and Purposes of the Gym.

Willingness to attend work during evenings and weekends.

Committed to ensuring the safety of members and guests at all times.

Upholding safe and efficient workplace policies and practices.

Undertaking supervision and training.

Maintaining records and compiling monitoring data as requested.

Personal Attributes

Friendly and approachable with an outgoing personality.

Able to lead and communicate performance expectations and provide feedback to staff.

Able to resolve member problems and concerns effectively and professionally.

Extremely personable with an emphasis on customer service.

Comfortable doing video demonstrations and interviews for social media.

Cooperative, positive, and optimistic.

Ability to enjoy working with a diverse range of people.

Able to project self-confidence in one's own abilities.

Able to prioritize work, handle pressure, and make confident day-to-day decisions.

Ability to maintain a professional appearance and behavior at all times.

Ability to communicate effectively in person, in writing, and over the telephone.

Willingness and ability to occasionally work outside normal office hours.

Willingness to work flexibly in response to changing organizational requirements.

Key Performance Indicators (KPIs)

Average class attendance

Member retention rate

Creativity in programs

Marketing strategies

Trainer performance

Tracking all members to achieve fitness goals via a computer program

Revenue

Record keeping